Senior Technical Support Engineer at Interactions

| Greater Boston Area
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Who is Interactions?

 

Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.

 

Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.

 

Job Description

As a member of one of our Technology teams, you will contribute to building solutions that use natural language processing, cognitive computing, and artificial intelligence applications or the frameworks and infrastructure that support them.

 

The Response Center Senior Technical Support Engineer is a member of the Interactions Response Center Team and is responsible to troubleshoot and resolve sophisticated and escalated technical product support issues. Develop technical documents, instructions, and training for support personnel. Possess in-depth knowledge of Interaction's solutions. May also directly assist clients on escalated support tickets for highly complex technical issues when first-line product support personnel have not succeeded in isolating and resolving issue. The Response Center Senior Technical Support Engineer works in concert with the Interactions Response Center Tier 1 team, as well as other Interactions technical teams, to provide a seamless support experience for Interactions’ Clients. Career-level professional within field. Considered highly skilled and proficient in discipline. Conducts complex, important work under minimal supervision and with wide latitude for independent judgment. Requires a bachelor's degree and 10+ years of relevant experience supporting SaaS environment at scale.

 

 

 

Position Overview: 

We are hiring a Senior Technical Support Engineer to join our Response Center team and support our Federal clients (candidates must be US citizens).   You will work alongside other members of the Response Center team and report directly to the Director of Support Services. Drawing on your deep technical expertise, your main task will be to resolve service outages and build automated responses for recurrence prevention.  To succeed in this role you should have a natural analytical way of thinking and be able to explain difficult concepts to non-technical resources.

 

Essential Job Functions*:

  • Address service and infrastructure monitoring alerts

  • Help drive the solution to troubleshoot issues with a focus on restoring service promptly.

  • Manage and report progress of production impacting incidents

  • Handle escalations from team members to assist with client and platform level issues

  • Ability to triage multiple issues simultaneously and work well under pressure

  • Resolve service outages and build automated responses for recurrence prevention 

  • Coordinate incident management, recommend changes, and work on technical projects

  • Create and maintain documentation for processes, supported infrastructure resources and services

  • Drive supportability improvements by improving automation, automatic alerting, self-healing architectures, etc.

  • Create new alerts, analyze trends, find anomalies, fix things, and ask why something broke

  • Manage, monitor, and troubleshoot daily processes and make improvements to current processes related to production operations

  • Develop new metrics/monitoring dashboards as additional coverage events become necessary.

  • Monitor and continuously improve the availability and performance of infrastructure, systems and applications

  • Practice sustainable incident response and blameless postmortems.

  • As a technology subject matter expert (SME), you will mentor more junior team members to stretch their knowledge and perspective.

 

Preparation, Knowledge, Skills and Abilities: 

 

Required:

  • Must be a US Citizen residing in the US as this role will support Federal clients.

  • BS Degree in Computer Science or equivalent experience / technical degree

  • 10+ years experience with supporting SaaS environment at scale

  • 10+ years experience troubleshooting software.

  • Ability to triage multiple issues simultaneously and work well under pressure

  • Solid understanding/experience of networking, virtualization, storage, and monitoring

  • Experience with Linux systems administration.  

  • Knowledge of and experience with network stack, protocols, network management and monitoring tools (Nagios, Check_MK, Splunk, Grafana)

  • Solid project management and time management skills – ability to adjust to shifting priorities

  • Driven to learn and try new things

  • Experience supporting applications with a 24x7 SLA, and providing on-call support as part of a group rotation.

  • Experience working in a NOC environment.

  • Experience in a technical supervisory role

  • Excellent interpersonal and communication (oral, listening and writing) skills are required, especially to non-technical and senior leadership audiences.

  • Strong collaboration skills and ability to communicate all aspects of the requirements, including the creation of formal documentation.

  • Presentation skills to a variety of audiences.

 

Pluses:

  • Experience working with cloud providers

  • Knowledge of SIP / VoIP

  • Experience with scripting (Python, Shell scripting)

  • Hands on experience in an agile environment such as SCRUM or XP.

 

 

Why Work at Interactions?

 

We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.

 

Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!

 

 

Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.

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Location

We are located in historic Franklin, MA home to the first public library.

An Insider's view of Interactions

What’s the vibe like in the office?

Interactions definitely has a work hard/play hard environment! Our hard work pays off in the form of different social events throughout the year, including mini-golf tournaments, halloween decorating/costume contests, Oktoberfest, and lawn games during the summer time!

Pam

Software QA Engineer

What is your vision for the company?

It is motivating and inspiring to listen to the success stories from our Clients and their customers. Our ability, as the technology team and the company to deliver a secure, reliable and scalable Platform that delivers the best of breed of our Conversational AI and Human Assisted Understanding technologies, is a major source of pride!

Mahesh

Sr. VP of Engineering

How would you describe the company’s work-life balance?

Interactions recognizes that our families, our hobbies, our physical & mental health, and our work are all equally important in creating employees who are strong, productive, and successful. We have an environment where people want to come to work, and also feel secure in their time away from work with generous PTO and flexible work schedules.

Brandie

Talent Acquisition Coordinator

What are Interactions Perks + Benefits

Culture
Daily stand up
Open door policy
Team owned deliverables
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Interactions offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Interactions hosts lunch and learn meetings once per month.
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